Identifying and Measuring the Key Moments of Truth in Reorder/Renew/Replenish Customer Scenario® Patterns

What happens when a customer runs out of the needed product he gets from you; or a values service expires? There is a common set of action that customers want to happen to reorder and ensure that they never run out again. Learn more about this customer scenario pattern!

Mine Them Well and Reap the Benefits of Loyalty and Increased Business

What do your customers care about and how do they measure how well you help them succeed? The key is capturing Customer’s Success Metrics. Once you have, you can keep track of how well you’re doing and identify new opportunities for your company.

Citizens Bank Did a Good Job Selling a Prospect, but Couldn’t Meet the Ultimate Goal

Do you consider a prospective customer’s scenario when pitching them? Do you understand the desired outcome, the priorities, and the emotional concerns they have? If you do, you can sell much more effectively.

Making It Easy to Navigate through IVR Hell and Get a Positive Telephone Support Experience

Think you provide great customer service? When did you last check out what your customers experience when they call your support line? Are they stuck in an infinite IVR loop? And, when they get to a real person, are their issues resolved?

What Are Your Customer Experience Vital Signs?

To truly achieve a customer-centric focus, you must look from the outside-in. Consultant Andrew Spanyi says you must focus on measuring what matters to customers and link those metrics to the processes you monitor.

Tips and Sample Questionnaires

Interviewing customers is the best way to understand what they do, what they need, and what they care about. But effective interviewing is an art and a skill to be nurtured. Here are tips and samples to help you get the most out of customer interviews.

How Well Are Etailers and Shippers Dealing with Customers’ Anger?

With so many packages not delivered in time for the holidays, etailers and delivery companies had a lot of explaining to do and apologies to make. What can be done to avoid this type of customer experience disaster next holiday season?

Sears.com Fails to Deliver on Promises

Sears has failed this shopper for the last time! Read the sad, sad story of hours wasted, responses not received, and powerless customer service agents following self-serving customer service practices.